Complaints

We are committed to providing a high level of service to all our clients but occasionally things can go wrong. If this happens, we will do what we can to put things right.

If you have any questions or concerns about your policy, our service and the handling of a claim you should, in the first instance, telephone or email us:

Telephone: 0800 970 9442
Email: info@generalandmedical.com

If you wish to make a written complaint please send it to:

Complaints,
General & Medical House,
Napier Place,
Peterborough
PE2 6XN

Should your complaint relate to the administration or sale of your policy, we will acknowledge receipt of your complaint and will respond directly to you.

Should your complaint relate to policy coverage or a claims decision, we will acknowledge receipt of your complaint and tell you which underwriter will be dealing with your complaint and when you can expect to receive a further response.

We will aim to resolve your complaint immediately or if this is not possible, within three business days of receipt.

Should you remain dissatisfied with our final response or if after 8 weeks of making your complaint you remain unhappy with our response or we have not given you our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service,
Exchange Tower,
London
E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For complaints relating to Healthcare cover or claims, if after 8 weeks of making your complaint the underwriters have not given you their final response or if you remain unhappy with their response, you may be eligible to refer your complaint to the Channel Islands Financial Ombudsman (CIFO).

The Channel Islands Financial Ombudsman (CIFO),
PO Box 114,
Jersey,
Channel Islands
JE4 9QG

Telephone: 01534 669 800
Email: enquiries@ci-fo.org
Website: www.ci-fo.org